The Green Book - RitzCarlton

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Product Process Systems Customer Value Marketing Contribution Value engineering Work flow Information flow Material flow Cash flow Change Direction Planning Execution Measurement Behaviour Accountability Skills Structure Compensation Project R 2 Measure, Observe & Follow up Emotional Cycle of Change Sustainable improvement requires active management and continued coaching and feedback “This is different” Measure, Observe & Follow up “We have improved, but we can be better” Lack of follow up leads to the failure of any change • “This is really nothing new.” • “This will eventually go away.” Time Measure, Observe & Follow up “We are good, but we want to be the best” What do Leaders do? • Educate & communicate • Set clear expectations • Coach • Measure & observe • Follow up • Apply appropriate consequences <strong>The</strong> Ritz-Carlton Hotel Company, L.L.C. Confidential and Proprietary Information
Product Process Systems Customer Value Marketing Contribution Value engineering Work flow Information flow Material flow Cash flow Direction Planning Execution Measurement Behaviour Accountability Skills Structure Compensation Project R 2 Active Active Management Management Training Training Administration Administration Direct Direct Work Work Available Available to to Manage Manage 8. Time Management • actively communicating expectations and goals, • monitoring progress, • following up on results, • resolving problems with the employees, • confronting issues. • actively training others • must result in a permanent transfer of a skill or ability • needs to be proactive and scheduled • must be given to appropriate candidate(s) • most commonly associated with meetings, paperwork, etc. • must be effective: i.e... meetings that start and stop on time, that have and follow agenda and that accomplish a predetermined purpose • often confused with active management (you cannot actively manage a computer screen) • doing the work that is usually performed by the employees • note: “working” team leaders that have specific technical skills will often be required to have a higher % in this category • caution: usually where supervisor is most comfortable, can easily be packaged as added value. • reacting to problems • fire-fighting • on the floor but not interacting with others (touring) • in ineffective situations i.e... poorly structured meetings <strong>The</strong> Ritz-Carlton Hotel Company, L.L.C. Confidential and Proprietary Information
Page 1 and 2: The Green Book The Ritz-Carlton’s
Page 3 and 4: Field: Quality Infrastructure • A
Page 5 and 6: Inspection QA Audit Database The Ri
Page 7 and 8: Innovation Creative Use of Empowerm
Page 9 and 10: Improve Design Control 1. Identify
Page 11 and 12: T 3 Database The Ritz-Carlton Hotel
Page 13 and 14: Product Process Systems Customer Va
Page 27: Product Process Systems Customer Va
Page 35: • Inspire Values Conclusion • E

The Green Book - RitzCarlton

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